Remote Customer Service Supervisor – Mortgage Support Lead

Loancare; United States; Remote; USD 52,000 - 88,000; Full time

Benefits offered by this job

Health Insurance

Paid time off

401(k) Matching

Wellness resources

Employee recognition

Tuition reimbursement

Job summary

LoanCare is seeking a Customer Service Supervisor – Remote to lead call center teams, drive customer experience, and mentor specialists across the United States. You will monitor performance metrics, provide feedback, and ensure adherence to policies while maintaining high service standards.

The role emphasizes employee development, collaboration with clients and internal partners, and the management of HR tasks such as performance reviews and attendance.

Qualifications

• High School Diploma or equivalent.
• Understanding of mortgage servicing: escrow, taxes, payment application.
• Must be flexible, organized, and able to effectively manage time to prioritize daily assignments/priorities.
• Proven leadership or managerial experience.
• Expert and proven knowledge of customer service principles and practices.
• Analytical ability to apply data and information to all processes and solutions.
• Excellent verbal and written communication skills.
• Excellent interpersonal communication skills.
• Excellent attention to detail and accuracy.
• Excellent analytical ability to detect problems in workflow.
• Ability to react effectively to change and manage other essential tasks as assigned.
• Ability to multitask while meeting strict timelines and deadlines.
• Highly advanced mortgage product knowledge required.
• Bachelor's degree.
• 5 years of supervisory experience, preferably in a call center.
• Understanding of Home Equity Line of Credit (HELOC) servicing.

Responsibilities

• Supervise the performance of Call Center Teams to ensure Customer Experience Specialists meet or exceed performance standards by reviewing all relevant daily, weekly, and monthly reports.
• Manage daily operations of the customer service team and provide feedback by monitoring all correspondence, including chats and emails.
• Oversee, mentor, advise, and develop Customer Experience Specialists while consistently upholding professional conduct and respect.
• Analyze quality monitoring reports to identify and address employee development opportunities.
• Manage administrative tasks related to Human Resources, including scheduling, processing time off reports, conducting performance reviews, ensuring timecard accuracy, and handling disciplinary actions.
• Ensure thorough and precise documentation of all employee interactions / meetings and records.
• Monitor and manage operational risks by ensuring key controls are effectively implemented.
• Maintain expert knowledge in the Fair Credit Reporting Act guidelines.
• Regularly review and comprehend departmental policies, procedures, training, communications, workflows, performance impacts, and implementation of new processes/strategies affecting the Call Center.
• Handle escalated calls as needed and investigate / resolve customer complaints as applicable,while maintaining accurate reporting logs.
• All other duties as assigned.

Skills

Leadership

Communication

Analytical thinking

Time management

Education

Bachelor's degree

Job description

LoanCare is seeking a Customer Service Supervisor – Remote to lead call center teams, drive customer experience, and mentor specialists across the United States. You will monitor performance metrics, provide feedback, and ensure adherence to policies while maintaining high service standards.

The role emphasizes employee development, collaboration with clients and internal partners, and the management of HR tasks such as performance reviews and attendance.